Boosting Online Review Volume & Personalised Experiences
Online reviews are one of the most significant factors in building your brand reputation and attracting new guests. A high volume of positive reviews can enhance credibility, improve rankings on review sites, and increase your business's visibility. Personalised experiences play a crucial role in encouraging these reviews while driving customer satisfaction and loyalty.
Strategies to Boost Online Review Volume
1. Encourage Reviews at Every Touchpoint
📌 Why? Engaging guests at key moments during their journey increases the likelihood of reviews.
✅ How to Optimise:
-
Post-Stay/Visit Emails: After guests check out or finish their meal, send a friendly email asking for feedback and providing direct links to review platforms (Google, TripAdvisor, Yelp, etc.).
-
In-Stay Requests: Place review cards in rooms or on tables that ask guests to leave feedback. Provide QR codes that lead directly to review sites.
-
Social Media Engagement: Encourage followers on social media to share their experiences, tag your business, and leave reviews.
2. Offer Incentives for Reviews
📌 Why? Guests are often more motivated to leave reviews when they feel rewarded.
✅ How to Optimise:
-
Discounts or Freebies: Offer discounts or free items on future visits for leaving a review (ensure compliance with platform guidelines).
-
Exclusive Access: Provide access to VIP events or special deals for those who leave reviews.
-
Loyalty Points: Integrate reviews with your loyalty program, offering points or extra perks for submitting feedback.
3. Leverage Positive Feedback in Real-Time
📌 Why? Showcasing positive feedback in real time can inspire others to follow suit.
✅ How to Optimise:
-
Highlight Reviews: Feature positive reviews on your website, social media, and in your physical location (e.g., on digital screens or on the wall).
-
Encourage Instant Feedback: During or immediately after service, ask guests if they are happy with their experience and if they would be willing to share a review. Real-time praise often leads to immediate review submissions.
4. Simplify the Review Process
📌 Why? A seamless review process increases the chances of guests leaving feedback.
✅ How to Optimise:
-
Direct Links: Always include direct links to review platforms in your follow-up emails, SMS, and receipts to make it easier for guests to leave a review.
-
Mobile-Friendly: Ensure your review process is optimised for mobile so that guests can easily leave feedback while on the go.
-
Short Surveys: Implement short, easy-to-fill-out surveys that ask for feedback and encourage guests to leave a review at the end.
Strategies for Personalised Guest Experiences
1. Personalisation Based on Guest Data
📌 Why? Personalised experiences make guests feel valued and more likely to return—and recommend your business to others.
✅ How to Optimise:
-
Guest Profiles: Collect and use guest data (preferences, past stays, favourite foods) to create personalised experiences, such as customised room setups or menu recommendations.
-
Special Occasions: Send personalised messages or small gifts (e.g., birthday cards, anniversary notes) to guests celebrating special occasions.
-
Personalised Offers: Offer tailored discounts or packages based on guest history or preferences (e.g., “Enjoy 10% off your next booking based on your favourite room type”).
2. Train Staff for Personalised Service
📌 Why? Personalised interactions with staff create lasting impressions and encourage guests to leave positive reviews.
✅ How to Optimise:
-
Staff Knowledge: Ensure staff know guest preferences and can anticipate needs (e.g., special dietary requirements, room preferences).
-
Friendly Engagement: Train staff to engage with guests in a friendly, thoughtful manner, addressing them by name and recalling previous visits.
-
Exceptional Service: Encourage staff to go above and beyond to make guests feel unique and valued—whether it's a surprise upgrade, personalised greeting, or tailored suggestion.
3. Tailor Marketing Efforts
📌 Why? Sending relevant, targeted marketing messages increases engagement and reinforces a personalised experience.
✅ How to Optimise:
-
Segmented Email Campaigns: Use segmented email lists to send relevant offers, recommendations, and updates based on past stays and preferences.
-
Birthday/Anniversary Offers: Send personalised offers on special dates to increase customer loyalty.
-
Customised Rewards: Offer personalised loyalty rewards or incentives based on guest data (e.g., “Here’s a special offer on your favourite room!”).
4. Collect and Act on Guest Feedback
📌 Why? Listening to guest feedback, both positive and negative, shows guests you care and builds stronger loyalty.
✅ How to Optimise:
-
Use Surveys: After a guest’s stay or meal, ask for feedback on their experience. Use this data to tailor future stays and address any issues.
-
Act on Feedback: Implement changes based on guest suggestions (e.g., improvements in services, facilities, or food). Notify guests that their feedback led to real improvements.
-
Follow-Up: Send a thank-you note or special offer after acting on feedback to demonstrate your commitment to guest satisfaction.
Integrating Reviews with Personalised Experiences
✔ Incentivise reviews with personalised offers (e.g., "Share your feedback and get a discount on your next personalised stay").
✔ Use guest data to craft custom responses to reviews, showing that you value individual guest opinions.
✔ Highlight exceptional experiences in your replies to reviews, reinforcing that your business goes above and beyond for every guest.
By combining these strategies, you can boost the volume of reviews while enhancing the personalised experience for every guest, resulting in improved satisfaction, loyalty, and positive word-of-mouth. Would you like help designing a review and personalisation strategy tailored to your business? 🚀